Frequently Asked Questions

DBS iB Secure FAQ

General

What is 2FA?
2FA stands for Second Factor Authentication.
Why do I need to have a DBS iB Secure Device to access iBanking? What are the benefits?
The introduction of DBS iB Secure means a second factor authentication is required when iBanking customers access iBanking. This is a stronger means of customer verification as it relies on:
1. information you know (that is your PIN) and
2. information the bank provides to you (that is the randomly generated DBS iB Secure PIN)
Online fraud and mischief is becoming increasingly sophisticated and as it evolves, online security itself has to advance to combat these cyber crimes. With the implementation of 2FA, should your User ID and PIN be compromised for any reason, the "thief" will also need to have the your personal DBS iB Secure device, without which he will be unable to access your iBanking. This makes it more difficult for hackers who manage to obtain a string of customers' User IDs and PINs via phishing or spyware.
What is this DBS iB Secure Device?
This is a security device which generates a random PIN that acts as a second level of authentication for you, the user. After registering your DBS iB Secure device with us, you will require the physical device when you subsequently login to iBanking. That is, you will have to login with your User ID, PIN and the randomly generated PIN that is displayed on the DBS iB Secure Device.

As there is no dependency on a third party for this second level of authentication, you will not need to rely on another party's service standard to access iBanking.
Will there be any changes to the current iBanking services?
No. This change will affect the way you login to iBanking. The current iBanking services will not be affected. You will still be able to perform bill payments, funds transfers, set up standing instructions etc as per normal.
Do I have to pay for the DBS iB Secure Device?
As a commitment to our customers, we will be issuing the first DBS iB Secure Device to our customers with our compliments. The DBS iB Secure Device has a long lifespan and should last up to 5 years before it has to be replaced. As with all other banking collaterals, such as ATM and credit cards, there will be a replacement charge for lost DBS iB Secure devices. In this case, the charge is $20 (subject to GST).
Can I have more than 1 DBS iB Secure Device for the same account if I pay for the additional one?
Only 1 DBS iB Secure Device will be issued per User ID at any one time. Upon registering your DBS iB Secure Device with us, this security device will be tagged to your User ID and only you who owns this DBS iB Secure Device will be able to access iBanking. Every DBS iB Secure is unique and only one security device will be tagged to each individual User ID. Therefore no more than 1 DBS iB Secure Device will be issued per User ID.
What if my DBS iB Secure Device is damaged or lost?
If your DBS iB Secure Device is damaged or lost please contact our Customer Service hotline at 1800-111 1111 immediately for deactivation. If you are calling from overseas, please contact us at 65-6327 2265.
I travel frequently, will I be able to use DBS iB Secure abroad?
Yes you can. DBS iB Secure has been designed to ensure that you will be able to use this security device anywhere. We have also ensured that it is as light and as portable as possible for your convenience. We recommend that you keep this security device with items you are unlikely to leave behind such as your keys to ensure that you have it with you at all times.

Why did DBS choose the physical security device?

Why did DBS choose to issue physical security device as the 2FA authentication method, when there are so many alternatives available in the market?
After careful assessment, DBS decided to go with the physical security device which we call the "DBS iB Secure Device". This device, is user friendly and reliable, providing users with a dynamic, unique and time sensitive PIN which acts as a good second level of authentication for the user.
Why did we not choose an SMS solution?
Two main reasons for the use of this device over an SMS solution are:
1. DBS iB Secure provides the you with a dynamic, unique and time sensitive PIN which acts as a second level of authentication without time lags as it is not reliant on a third party. SMS is not a viable solution as it relies on a third party (i.e telecommunication company) and during peak periods such as christmas and new year, the sms messages may not be disseminated in a timely manner to you.
2. The incompatibility of telecommunications network in countries such as Korea and Japan.
Some banks are offering more than 1 solution. Why is DBS not offering other solutions to their customers?
DBS has evaluated several other options. After a careful assessment based on cost, convenience and user-friendliness, DBS decided to go with the physical security device which we call the 'DBS iB Secure Device'. This device, which is the most cost-effective choice, provides the user with a dynamic, unique and time sensitive PIN which acts as a second level of authentication for the user. Furthermore, the use of token as compared with other methods does not depend on another third party.
Why did we not use a software embedded in mobile phones?
We did not go with this solution for the following reasons:
1. People generally change their mobile phones often. There is a high possibility that people may trade-in, sell off their phones without deleting the software. Moreover, if they have their password saved in their phones their iBanking access will be compromised.
2. There may be display issues with different phone models. Different phones display information differently and this may cause issues in reading off the information.
3. If there is a corruption to the software it may affect the users phones.

How do I obtain the DBS iB Secure Device?

How do I obtain the DBS iB Secure Device?
We have been distributing the DBS iB Secure Starter Kit via mail to all our iBanking users in phases and will complete this distribution exercise in July 2007. If you have not received the DBS iB Secure Device, please call our Customer Service hotline at 1800-111-1111. If you are calling from overseas, please contact us at 65-6327 2265. Alternatively, you can mail in the DBS iB Secure Device form for our processing.

New iBanking customers will be issued DBS iB Secure Starter Kit directly. This Starter Kit will be mailed to them within 4 working days upon successful iBanking application.
When I login to iBanking, I am prompted to register my DBS Secure Device, however I have yet to receive my security device. What should I do?
From 25th July 2007 onwards, all DBS iBanking customers will require the DBS iB Secure Device at login.

If you are new iBanking customer, kindly wait 4 working days for the device to be delivered to you via local mail.

If you still have yet to receive your DBS iB Secure Device, please contact our Customer Service hotline at 1800-111 1111. If you are calling from overseas, please contact us at 65-6327 2265. Alternatively, you can mail in the DBS iB Secure Device form for our processing.
I have multiple addresses registered with the bank. Which mailing address will the DBS iB Secure Device be mailed to?
Your DBS iB Secure Device will be mailed to the address that is tagged to your primary account. This is the address that was stated when you first applied for iBanking. If you have since changed your address kindly update your current address with us to ensure that your DBS iB Secure Device is sent to the right address.
How do I update my address with the bank?
You can update your address in 3 ways:
1. Login to iBanking and select "Customer Service" on the left navigation bar. Then select "Update Address".
2. Visit our website www.dbs.com/sg/personal and print out the form "Address / Telephone Number Update (individuals)". Print and sign the form and mail it back to us.
3. Visit any our branches to update your address.
When I login to iBanking, I am prompted to register my DBS Secure Device, however I have yet to receive my security device. What should I do?
Your DBS iB Secure Device may be in the mail to you. Kindly wait 4 working days for it to be delivered to you.

Once you receive your DBS iB Secure Device, please register it with us immediately. If you still have yet to receive your DBS iB Secure Device after 4 working days please contact our Customer Service hotline at 1800-111 1111. If you are calling from overseas, please contact us at 65-6327 2265.
I want to opt out of this exercise and do not want to be issued a DBS iB Secure Device?
Online fraud and mischief is becoming increasingly sophisticated and as it evolves, online security itself has to advance to combat these cyber crimes. It is therefore essential that all our iBanking customers use DBS iB Secure for their security.

Registration of your DBS iB Secure Device

What is in the DBS iB Secure Starter Kit?
Your DBS iB Secure Starter Kit will include the following:
1. Letter with your Registration Code
2. DBS iB Secure Device
3. Box with instructions on how to register your DBS iB Secure Device
4. Stickers to personalise your DBS iB Secure device.
If you receive your DBS iB Secure box without your DBS iB Secure Device, you notify us immediately. Please call us at 1800-111 1111 or 65-6327 2265, if you are calling from overseas, to report this to us.
How do I register my DBS iB Secure Device?
When you receive your DBS iB Secure Starter Kit, kindly login to iBanking to register your security device with us. Please click here for the screen shots to guide you through the registration process.
What is my Registration Code?
Your Registration Code can be found on the letter which accompanied your DBS iB Secure Device. You would require this code when you register your DBS iB Secure Device with us. If you have misplaced your letter and require your Authorization Code to be sent to you, kindly fill up this form.
I cannot remember my iBanking User ID and/or PIN. What do I do?
If you have forgotten your User ID and PIN, visit our website www.dbs.com/sg/personal and print and sign the following form and fax it to us at (+65) 6878 5609 or mail the form to:

DBS Bank Ltd,
T&O-Account Services, Channel Application Unit,
60 Alexandra Terrace, #05-16/17 The Comtech,
Singapore 118502

Upon receipt of your form we will then process your request and send you a User ID and PIN.
Where can I find the serial number of my DBS iB Secure Device?
The serial number for your DBS iB Secure Device is located at the back of the device. Kindly turn the device over to find the 10 digit serial number.
What is my DBS iB Secure PIN?
The front of your DBS iB Secure Device has a button located on the left of the display screen. Press this button to display your DBS iB Secure PIN. The DBS iB Secure PIN will be presented in the display window. Kindly input this DBS iB Secure PIN in the field which says "DBS iB Secure PIN" when access iBanking.
When do I use DBS iB Secure?
Upon registering your DBS iB Secure Device with us, you will have to use the DBS iB Secure Device each time you login to iBanking. With 2FA, each time you access iBanking, you will require all the following:
1. Your User ID
2. Your PIN
3. Your DBS iB Secure Device

Using the DBS iB Secure Device

Which is the right way to hold the DBS iB Secure Device?
To determine which is the front of your DBS iB Secure Device and which is the back of your device hold your device and look at it. The side which has a button and display window is the front of the security device. The side which has a 10 digit serial number is the back of the device. To make sure you are holding the device the right way up, the button is situated on left hand side of the device. Use the words "iBank with DBS" to confirm that you are holding the device the right way up.

Front
Back
I keyed in the dynamic PIN that was generated by the DBS iB Secure Device but am still unable to access iBanking.
As a security feature, the dynamic PIN is a unique code which is only valid for a certain period of time. If you input an expired dynamic security PIN when you login to iBanking you will receive a message requesting you to try again. Please press the button found on the front of the DBS iB Secure Device to generate a new dynamic security PIN and key this PIN again. If the problem persists, and you are still unable to access iBanking, please call our Customer Service hotline at 1800 111 1111. If you are calling from overseas, please contact us at 65-6327 2265.
I forgot my DBS iB Security Device, can I use my friend's security device to input the DBS iB Secure Device PIN?
Each DBS iB Secure Device is unique and tagged to your User ID. You will not be able to use another person's registered security device to input as your DBS iB Secure PIN. Kindly note that the DBS iB Secure Device acts as an additional layer of security for you, therefore please do not share your DBS iB Secure Device with anyone. Ensure that your security device is kept in a safe place and you do not reveal your DBS iB Secure PIN to anyone.
How do I replace the battery in my DBS iB secure Device?
You will be unable to replace the battery so please do not attempt to open up the device to change the battery. Kindly note that tampering with the internal parts of the DBS iB Secure Device will cause the security device to malfunction. The battery for your DBS iB Secure Device should last for 5 years and you should not require a battery replacement before then. If your DBS iB Secure Device's battery is low, it will display the word "BATT" and you should call us at 1800-111 1111 for your replacement DBS iB Secure Device.

Looking after your DBS iB Secure Device

1. Can I share my DBS iB Secure Device with someone?
Each DBS iB Secure Device is unique and tagged to your User ID. You will not be able to use another person's registered security device to input as your DBS iB Secure PIN. Similar to your User ID and PIN, do not share your DBS iB Secure Device or reveal your DBS iB Secure Device serial number to anyone. Always keep it in a safe place and never reveal your DBS iB Secure PIN to anyone or tamper with it. Never write your Name, NRIC, iBanking User ID and/ or PIN on the security device.
Does the DBS iB Secure Device have to be kept somewhere special?
Keep your DBS iB Secure Device in a dry and safe place at normal room temperature. Leaving your DBS iB Secure in a place with too high or low temperature, eg: the car trunk, clothes dryer and in the sun, may cause the plastic shell to be damaged and you may experience problems with your security device. Also please do not leave your DBS iB Secure Device near objects that emit strong magnetic fields.
Is the DBS iB Secure Device water proof?
Your DBS iB Secure Device is water-resistant but not water proof. Please do not submerge your DBS iB Secure Device in water as it will cause it to malfunction.